New cloud communications tools by Infobip to maximise customer engagement in new normal

Infobip has launched two powerful cloud and AI-based communications tools for business

Infobip is setting sights on Vietnam as its digital economy is expected to reach $14 billion, becoming one of the two countries in Southeast Asia that grow at a double-digit rate. However, many businesses have not been ready to seize this opportunity yet. They are struggling to adopt digital transition between the variety of channels and technologies, especially in the post-pandemic period when customer behaviour has been reshaped amid the public health concern and economic shifts.

To help enterprises adapt as well as take advantage of these changes, Infobip has unveiled two new cloud-based communications solutions:

Infobip Conversations includes a natively developed chatbot function

• Infobip Conversations, a digital cloud contact centre solution that enables agents to deliver omnichannel support through a single interface. With Conversations, agents can handle customers’ inquiries with more prompt and efficient assistance, by means of automation, access to customer data with added context of customer sentiment, cross-channel conversations management, and real-time analytics – leading to more productive customer service and more satisfied customers. Conversations can also be used in conjunction with Answers, Infobip’s chatbot building platform that assists companies to build, test, and deploy AI and keyword-based chatbots.

Infobip Moments helps boost customer engagement during marketing campaigns

• Infobip Moments, a new omnichannel customer engagement hub that uses Infobip mobile-first telecommunications legacy – making it possible for brands to build lasting relations over an extended range of the world’s most popular digital communications channels, including chat apps such as Whatsapp, Viber, Facebook Messenger, Line, and KakaoTalk, and email, voice, mobile apps, websites, and emerging channels. Using Moments, marketers and brands can create and activate highly effective campaigns that will resonate with customers on a personal level on their preferred channels with higher efficiency – thanks to its capability in delivering easy cross-channel campaign management, unified customer data, smarter audience segmentation, dynamic marketing automation, and powerful analytics.

Pham Gia Dan, Business Development director of Infobip Vietnam, said: “Entering a new norm in customer behaviour, companies should consider placing priority on delivering personalised, seamless customer experiences. Given the context of the Vietnamese market with a young tech-savvy population and digital adoption still at an early stage, Conversations and Moments has great potential in creating competitive advantages for businesses in the customer service and engagement space. Moreover, requiring minimum investment in technology infrastructure, these two solutions will enable SMEs, accounting for 96.7 per cent the total number of enterprises in Vietnam, to adopt data-driven and omnichannel approaches without financial and technological concern.

Infobip Conversations features a useful aggregator for diverse communications channels

Introducing these new advancements to the market, Infobip has consolidated its long-term commitment to simplifying the complexity of global communications and navigating business through times of uncertainty.

Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualised interactions over customers’ preferred channels. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, security, and contact centre solutions help clients and partners overcome the complexity of consumer communications, grow their business and increase loyalty – all in a fast, secure, and reliable way. With over a decade of industry experience, Infobip has expanded to include more than 65 offices on six continents offering natively built technology with the capacity to reach over seven billion mobile devices and “things” in more than 190 countries connected to over 800 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.